1© Copyright 2007 EMC Corporation. All rights reserved.

Enabling your ITIL Strategy using EMC Smarts

Glenn O’DonnellPrincipal Product Marketing ManagerResource Management Software Group

2© Copyright 2007 EMC Corporation. All rights reserved.

Why ITIL: Two Views of Technology

� Service Oriented Architecture

� High-speed Networking

� Flexible Storage Infrastructure

� Virtual Server Infrastructure

� Outsourcing

� Management Software

� Business Alignment

� Disciplined Operations

� Risk

� Risk

� Risk

� Risk

� Save money! Better service?

� More “shelfware” with no return!

� Two guys walk into a bar …

� Music to my ears!

What WhatSays Hear

IT is in Serious Peril without a different approach !

3© Copyright 2007 EMC Corporation. All rights reserved.

The Rise of the IT Service Management Forum

� itSMF is driving the evolution of ITIL/ITSM

� An international industrybody must own ITSM’s future

– Corp, gov’t, academia, vendors

� Membership and influence is rapidly expanding worldwide

� EMC is a Platinum Sponsorand contributor of itSMF USA

http://www.itsmfusa.org/

4© Copyright 2007 EMC Corporation. All rights reserved.

Here Comes ITIL Version 3

� A new refresh to the ITIL definitions– Process definitions required clarity– Practical guidance was weak

� Publication date: May 30, 2007

� Major life cycle improvements– Not just operations

� MUCH more focus on business– However … it is still the IT view of business– Every implementation will still require customization

� We are finally getting closer to “engineering” IT (Woo Hoo!!)

5© Copyright 2007 EMC Corporation. All rights reserved.

ITIL Process Automation and CMDB Population Solutions to enforce IT Service Management process discipline

ITIL Process Automation & CMDB Population

AutomatedIncident Triage

Find problem root causes faster � Analyze incident root causes for

more accurate problem isolation � Optimize proper use of subject

matter experts� Move more root cause to Level One

Populate CMDB with real-time data� Passively discover app infrastructure

and behavior in real-time� Map application dependencies to

infrastructure – automatically� Discover configuration detail, usage, &

changes – populate CMDBs

Accurately manage change impact� Eliminate reliance on tribal knowledge

& artifacts� Proactively determine impact of change

before you make it� Identify change-induced problems

ProblemManagement

Analysis

CMDB Population

Change ImpactManagement

Minimize manual incident triage� Automated analysis, adapts to

changing conditions� NO RULES TO MAINTAIN!� Generate trouble tickets for actual

incidents, not arbitrary events

EMC’s vision for service automation is expanding ra pidly

6© Copyright 2007 EMC Corporation. All rights reserved.

Automating Incident Triage

� Incident Management is:– Isolation– Escalation– Restoration

� Triage is:– Identifying the cause– Directing resolution properly– The right person � the right job

� Reduce finger-pointing

� Accelerate resolution– Lower operational costs

� Applications provide context for decisions

MTTI MTTF

MTTR

Isolat

e

Esca

late

Resto

re

Triage

7© Copyright 2007 EMC Corporation. All rights reserved.

Context

Collection

Analysis

Automating Service Management – The Smarts Way

ICIM Library1

Discovery2

4 Codebook

3 ICIM Repository

Polling/Pinging5

6 Root Cause

Business Impact

8© Copyright 2007 EMC Corporation. All rights reserved.

Why is the CMDB So Important?

� Configuration is now the hottest topic in IT Operations

� ITIL references CMDB extensively– But its definition must be clarified

� Beware CMDB hype– Configuration management is no fad

but CMDB is poorly understood

� The CMDB will evolve – A federated object model must

link all trusted sources– Reconciliation policies are needed

to resolve conflicts (e.g., which source is THE trusted source?)

9© Copyright 2007 EMC Corporation. All rights reserved.

The Configuration Management Database (CMDB)

� ITIL defines the CMDB as the configuration repository

– The central trusted store for all data

� CMDB is a misnomer– The correct approach is not a DB

� A federated objected model should link all trusted sources

� Reconciliation policies are needed to resolve conflicts

– e.g., which source is THE trusted source?

Relationships

Users PoliciesDevices

BusinessServices Applications

10© Copyright 2007 EMC Corporation. All rights reserved.

Abstraction Model Based on Need

Federating Data Repositories

� Data is everywhere

� Consolidation into a monolithic data warehouse will not work

� Use distributed object models

� Models define high-level structure– Link to definitive sources

� Reconcile to real-world snapshot

� Historical data is useful, but little detail is needed

B

C

GA

F

D E

DistributedDefinitiveSources

Links from Model to

Definitive Sources

11© Copyright 2007 EMC Corporation. All rights reserved.

Technology Solutions for a Unified “CMDB”

Client Network Server Mainframe Storage Users Applications

DataRetriever

DataRetriever

DataRetriever

DataRetriever

DataRetriever

DataRetriever

DataRetriever

Application-LevelAbstractionModels

Business ServiceAbstractionModels

Must be manually defined (for now)

Application context

object pointers and relationships

LocalCMDB

DefinitiveSources

12© Copyright 2007 EMC Corporation. All rights reserved.

Using EMC to Build an Effective “CMDB”

Client Network Server Mainframe Storage Users Applications

DataRetriever

DataRetriever

DataRetriever

DataRetriever

DataRetriever

DataRetriever

DataRetriever

Application-LevelAbstractionModels

Business ServiceAbstractionModels

Must be manually defined (for now)

Application context

object pointers and relationships

LocalCMDB

DefinitiveSources

EMC Products(more than shown here)

Partner Partner Partner

13© Copyright 2007 EMC Corporation. All rights reserved.

An Ecosystem for CMDB

� No single vendor can offer all CMDB elements

� Federation is key

� EMC’s partnerecosystem isexpanding rapidly

� Standards must bedeveloped andadopted

– EMC is committed todriving and supporting standards

14© Copyright 2007 EMC Corporation. All rights reserved.

Deliver Business Value via EMC Solutions

� Model-based technology is the most powerful in the market– Rules-based systems cannot adapt– The model reflects the real world– Analysis is guided by the model of the real world– Analysis instantly adapts to changes because the model adapts

� Eliminate operational waste by automating processes

� Plans for comprehensive automation require such capability

� EMC is continuing on the path to superior solutions– EMC is already recognized as a leading vendor– EMC is recognized as a vendor with strong momentum and growth

EMC Will Be Here To Serve You!!